Course Outline

Module 1: Understanding Cross-Selling & Upselling

• Key concepts and differences

• When and how to apply each strategy

• Case Study: Successful upselling in the SaaS industry

Module 2: Customer Insights and Needs Analysis

• Mapping customer journeys to identify gaps

• Leveraging CRM data for opportunity spotting

• Group Exercise: Analyze customer data to find upsell potential

Module 3: Value Packaging and Positioning

• Bundling complementary products/services

• Designing tiered offerings and add-ons

• Real-Life Project: Create a cross-sell offer for an existing product line

Module 4: Communication & Negotiation Techniques

• Framing upsell value without sounding pushy

• Handling objections in cross-sell scenarios

• Role Play: Sales rep pitching an upgraded service to a client

Module 5: Sustaining Growth through Account Management

• Post-sale follow-up strategies

• Building customer advocacy

• Capstone Project: Develop a cross-sell/upsell strategy for a client portfolio